# Widget behaviour, instructions, handoff and domains Source: https://docs.zynfo.ai/agent-management/advanced-settings Set chat history, source links, auto-open and typing delay, write the agent's instructions, set live-agent hours, and limit which domains load your widget. # Widget behaviour and settings These settings are on the **AI Agent** page. Click **Publish** (or **Save changes**) after you change them. ## General tab: widget behaviour Under **Widget behavior**: * **Max Messages per Session:** how many messages a visitor can send in one chat (10–200, default 50). * **Typing Delay (ms):** a short pause before the agent's reply appears (0–5000, default 800). * **Save chat history for returning visitors:** keeps the conversation when the visitor reloads the page or comes back later in the same browser. * **Show knowledge source links in answers:** adds links to the pages the answer came from. **Max Sources Shown per Reply** sets how many (1 to 3). * **Auto-open widget on page load:** opens the chat window when the page loads. Chat widget showing messages from yesterday and today, with the Save chat history for returning visitors setting ticked ## Behavior tab: the agent's instructions * **Role / Job Title:** for example "Customer support for Acme Bikes". * **Primary Goal:** what the agent should try to achieve, such as answering product questions or booking a call. * **System Prompt (Instructions):** the tone and rules the agent follows, for example "Never promise delivery dates" or "Reply in the customer's language". ## Live chat tab * **Live chat:** lets customers ask for a person. Turn it off and the agent keeps answering on its own. * **Working hours:** when on, a person is offered only inside your hours. Set the **Time zone** and the **Weekly Schedule**. * **Reply when a person isn't available:** what the AI says when a customer asks for a person outside your hours, or when nobody on your team is online. * **Routing** (owners and admins): who gets new chats, how long a teammate has to accept, and what happens when nobody is online. Below it, **Team availability** shows who is online. See [Live chat](/inbox/human-handoff) for every setting and what happens after a customer asks for a person. ## Security tab: allowed domains Add the domains where your widget may load (for example `www.example.com`) and click **Add Domain**. While the **Allowed Domains** list is empty, the widget loads on any site that uses your agent's snippet. Security tab with an Allowed Domains field and a list of added domains ## Related topics * [Chat widget text and appearance](/agent-management/content-and-appearance) * [Live chat](/inbox/human-handoff) # Chat widget text and appearance Source: https://docs.zynfo.ai/agent-management/content-and-appearance Set your chat widget's name, welcome messages, quick replies, colours, position and size on the AI Agent page, and check each change in the live preview. # Chat widget text and appearance Go to **AI Agent** in the sidebar. The page is titled **Chat Widget UI Configuration**. The live preview on the right shows your changes as you make them (on a phone, switch to **Live Preview**). Click **Publish** (or **Save changes**) to put them live on your website. Chat Widget UI Configuration page on the Appearance tab with Primary Theme, Header Gradient, Widget Position, Border Radius, Font Size, Width and Height, next to a live widget preview ## General tab: what the widget says * **Agent Name:** the name at the top of the widget (up to 50 characters). * **Description:** a short line about what the agent helps with. * **Chat Input Placeholder Text:** the grey text in the message box, such as "Ask me a question...". * **Capabilities Message (Greeting):** how the agent describes what it can help with. * **Fallback Message (Unknown Query):** what the agent says when it can't find an answer. Fallback Message (Unknown Query) field and a chat where the agent replies with that message * **Welcome Messages:** the first messages a visitor sees. Click **Add Welcome Message** to add more than one. * **Prebuilt Messages (Quick Replies):** buttons a visitor can tap instead of typing, such as "Track my order". Click **Add Quick Reply** to add one. The same tab has the widget's behaviour settings. See [Widget behaviour and settings](/agent-management/advanced-settings). ## Appearance tab: how the widget looks * **Match your website:** click **Use my website's brand** to fill in the logo and main colour from your workspace's website (the one you trained the agent on). Check the preview, then save. If nothing is found, set them yourself below. * **Logo:** an image address (`https://…`) shown at the top of the chat, next to the agent's name. A square image works best. Click **Remove** to go back to no logo. * **Primary Theme:** your brand colour, used for buttons and the visitor's messages. Pick it or type a hex code. * **Header Gradient:** the second colour in the widget header. * **Widget Position:** **Bottom Right (Recommended)**, **Bottom Left**, **Top Right** or **Top Left**. * **Border Radius (px):** how rounded the corners are, from 0 to 30. * **Width (px)** and **Height (px):** the size of the open chat window (width 280–500, height 350–750). * **Font Size (px):** from 11 to 18. ## Related topics * [Widget behaviour and settings](/agent-management/advanced-settings) * [Styling beyond these settings](/agent-management/custom-css) * [Add the widget to your website](/embed/html-embed) # Plan limits and monthly usage Source: https://docs.zynfo.ai/billing/credits What the Free and All-In-One Pro plans include, how ZynfoAI counts monthly AI replies and knowledge updates, when usage resets and what happens at the limit. # Plan limits and monthly usage ZynfoAI doesn't use credits or tokens. Each plan has fixed monthly limits, and you can see how much you've used in **Settings → Billing & Usage**. ## What each plan includes | | Free Plan | All-In-One Pro Plan | | - | - | - | | Price | \$0 | \$99 a month | | How long | 7 days from sign-up | Until you cancel | | AI replies a month | 100 | 5,000 | | Knowledge sources | 15 | 500 | | Pages per website crawl | 5 | 500 | | Knowledge updates (retrains) a month | 1 | 50 | | Team seats | 2 | 11 | | AI agents | 1 | 1 | | Automations | 2 | 20 | | Agent tools (leads, tickets, orders, products) | No: answers from your knowledge only | Yes | Every new workspace starts on the Free Plan for 7 days. To keep using ZynfoAI after that, upgrade to the All-In-One Pro Plan, which starts with a 7-day free trial. See [Upgrade and manage your plan](/billing/purchase-plan). ## How usage is counted * **AI replies:** each answer the AI agent sends counts as one. Settings shows this number as **Conversations**, and the sidebar as **Monthly Queries**. Replies where the agent couldn't find an answer, and messages your team sends, don't count. * **Knowledge updates:** each **Retrain** of a source counts as one. Adding new sources counts toward your source limit instead. ## When usage resets Usage resets at the start of each billing period, on the date shown under **Reset / Renewal** in **Settings → Billing & Usage** and as **Resets** in the sidebar. ## What happens at the limit When the monthly AI replies run out, the website widget stops answering until usage resets or you upgrade. Visitors see an error message in the chat instead of an answer. There are no add-on packs or overage charges. If you need more than 5,000 AI replies a month, use **Contact enterprise sales** on the billing page. ## Related topics * [Upgrade and manage your plan](/billing/purchase-plan) # Upgrade and manage your ZynfoAI plan Source: https://docs.zynfo.ai/billing/purchase-plan Upgrade to the All-In-One Pro Plan with a 7-day free trial, cancel, and download invoices in Settings, or manage billing in Shopify if your store uses the app. # Upgrade and manage your plan ZynfoAI has one paid plan, the **All-In-One Pro Plan**: \$99 a month, with a 7-day free trial. Prices show in your local currency where available. See what it includes in [Plan limits and monthly usage](/billing/credits). Everything below is in **Settings → Billing & Usage**. ## Upgrade to Pro Under **Subscription Plan**, click **Upgrade to Pro**. You go to a secure checkout page run by our payment provider, Dodo Payments. Complete the checkout. Your 7-day free trial starts when it's done, and the plan renews monthly after that. You return to **Billing & Usage**. It can take a few seconds to show "Subscription activated successfully". If you closed the checkout, nothing is charged and you can try again. The billing page offers monthly billing. To pay yearly (\$990 a year), email [support@zynfo.ai](mailto:support@zynfo.ai). ## Check your plan and usage The **Current Plan & Usage** card shows your plan, its status, your renewal date and payment method, and this period's **Conversations** and **Knowledge Updates** against your limits. ## Download invoices **Invoices & Receipts** lists your payments. Click **Download PDF** for an invoice. ## Cancel 1. Click **Cancel Subscription**. 2. Confirm with **Cancel Subscription**. Your plan stays active until the end of the current billing period, then your workspace moves to the Free Plan. To undo it before then, click **Reactivate Subscription**. ## If you use ZynfoAI through the Shopify app If your workspace was created by the ZynfoAI app in Shopify, your plan is billed by Shopify and appears on your Shopify invoice. The billing page shows **Manage in Shopify**: upgrade, change or cancel your plan in the ZynfoAI app inside your Shopify admin. You can't use the ZynfoAI checkout for a store billed by Shopify. See [ZynfoAI for Shopify](/integrations/store-app). If you already pay for ZynfoAI on zynfo.ai and then install the Shopify app, you keep paying on zynfo.ai and the Shopify app won't charge you again. ## Related topics * [Plan limits and monthly usage](/billing/credits) * [ZynfoAI for Shopify](/integrations/store-app) # Customers: everything about one customer in one place Source: https://docs.zynfo.ai/crm-and-support/customers See everyone who has chatted, opened a ticket or left their details in ZynfoAI, with each customer's conversations, tickets, lead and Shopify orders on one page. # Customers Go to **Customers** in the sidebar. The list shows everyone who has chatted, opened a ticket or left their details, with the most recent activity first. ## Find a customer Search by name, email or phone. Each row shows the customer, their contact details, how many **Conversations** and **Tickets** they have, and their **Last activity**. Click a customer to open their page. ## A customer's page * **Activity:** one timeline, newest first, with the customer's conversations, tickets and lead updates. Click an item to open the conversation in the Inbox, the ticket or the lead. * **Summary:** how many conversations and tickets they have, their lead status, and when they were first seen. * **Orders:** for workspaces connected to a Shopify store, the customer's recent orders, found by their email address: order number, status, total, date and number of items. Orders are read from your store when you open the page and aren't stored in ZynfoAI. Add an email to the customer to see their orders. Click **Edit details** to change the customer's name, email, phone or company. An email or phone number that already belongs to another customer can't be used twice. You can also reach a customer's page with **View customer** from a conversation in the Inbox, a ticket or a lead. Teammates with the Agent role can view customers but not edit them. ## Related topics * [The Inbox](/inbox/session-management) * [Tickets](/crm-and-support/tickets) * [Leads](/crm-and-support/leads) # Leads: contacts your AI agent captures Source: https://docs.zynfo.ai/crm-and-support/leads See the leads your AI agent captures in chat, how the lead score is worked out, how to change status, export leads to CSV, and send them to Freshsales. # Leads When a customer shares contact details in a chat, ZynfoAI saves them as a lead. Each new WhatsApp contact is saved as a lead too. Go to **Leads** in the sidebar to see them. Leads page with Total Leads, New, Qualified, Converted, Avg Score and Conversion Rate cards, a leads table with Status and Score, and a lead panel with notes, product interest and CRM Integration ## At a glance The cards at the top show **Total Leads**, **New**, **Qualified**, **Converted**, the **Avg Score** and the **Conversion Rate** (converted leads as a share of all leads). ## Status Change a lead's status in the list or in its details: * **New:** just captured. * **Contacted:** someone on your team has been in touch. * **Qualified:** a good fit. * **Converted:** became a customer. * **Lost:** not going ahead. * **Archived:** kept out of the way. Click a lead to see its contact details, product interest, notes and activity. You can add notes there. **Open conversation** opens the chat the lead came from, and **View customer** opens the [customer page](/crm-and-support/customers). Each lead has its own link you can share. ## Lead score Each lead gets a score out of 100 from what the customer shared: | Detail | Points | | - | - | | Email | 25 | | Phone | 20 | | Name | 15 | | Product interest | 20 | | How clearly they showed buying intent | up to 20 | Leads you add yourself always get the full 20 for intent. Click the info icon next to **Score** to see this breakdown in the app. The scoring is fixed and can't be changed. Score breakdown: email 25, phone 20, name 15, interest 20, clear intent 20, total 100 out of 100 ## Add a lead by hand Click **Add Lead**. Enter an email or a phone number (at least one), and optionally a name, company, product interest, priority and notes. ## Export leads Click **Export CSV** to download the leads that match your current filters, as a spreadsheet that opens in Excel or Google Sheets. ## Send leads to Freshsales If Freshsales is connected, new leads are sent to it automatically, and again when a lead's status, email or phone changes. To send a lead now, click the sync icon on its row (**Sync to CRM**), or select several and click **Sync CRM**. A lead's **CRM Integration** status shows whether it was synced. See [Freshsales](/integrations/freshsales). ## Related topics * [Customers](/crm-and-support/customers) * [Tickets](/crm-and-support/tickets) * [Freshsales](/integrations/freshsales) # Tickets: follow up on requests from chats Source: https://docs.zynfo.ai/crm-and-support/tickets Work support tickets from ZynfoAI chats: how tickets are opened, statuses, assignees and due dates, replying to the customer by email, and sending a ticket to Freshdesk. # Tickets A ticket is a request your team needs to follow up on after the chat. Go to **Tickets** in the sidebar. Tickets page with count cards, status and priority filters, a ticket list and a ticket panel with Sync to CRM ## How tickets are created * A customer asks the AI to open a ticket or report a problem, and fills in the short form in the chat. * A teammate clicks **Convert to Ticket** in the Inbox. * A customer asks for a person when nobody is available, and has given an email or phone number. See [Live chat](/inbox/human-handoff). * You click **Create Ticket**. In-chat Create Support Ticket form with an Email field and Submit Ticket button Tickets opened from a chat save with **Medium** priority. When you click **Create Ticket**, the subject and priority you choose are kept. ## Statuses * **Open:** your team needs to act. * **Waiting on customer:** you've replied and are waiting to hear back. * **Resolved:** done. ## Find tickets * The cards at the top count **Total**, **Open**, **Waiting on customer**, **Resolved**, **Urgent** and **High Priority** tickets. * The views **All**, **Assigned to me**, **Unassigned** and **Overdue** narrow the list. * Filter by status or priority (**Low**, **Medium**, **High**, **Urgent**). * Each ticket has its own link, so you can share it with a teammate. * Select several tickets to mark them resolved or delete them. Deleting asks you to confirm. ## Work a ticket Click a ticket to open it. You'll see its subject, description, the customer's details and the activity so far. * **Assignee:** choose a teammate, or click **Assign to me**. * **Due date:** pick a date. The ticket shows **Overdue** or **Due today** when it's time. Click **Clear** to remove the date. * **Status** and **Priority:** change them at any time. * **Open conversation** opens the chat the ticket came from. **View customer** opens the [customer page](/crm-and-support/customers). ## Reply to the customer by email Under **Reply to customer**, write your answer and click **Send reply**. ZynfoAI emails it to the customer from your workspace's name, and their answer comes back to your support address. The reply shows in the ticket's activity. Tick **Set to Waiting on customer** to change the status at the same time. You can reply only when: * the ticket has the customer's email address; * **emails outside the chat** are turned on in **Automate**. While they're off, the reply box says so; * your role can update tickets. ZynfoAI doesn't email addresses that bounced or reported earlier emails as spam. ## Send a ticket to Freshdesk If Freshdesk is connected: 1. Open the ticket, or hover over it in the list. 2. Click **Sync to CRM**. The ticket is created in Freshdesk as an open ticket, and the ticket in ZynfoAI shows a link to view it in Freshdesk. Each ticket can be synced once. Tickets aren't sent to Freshdesk automatically. See [Freshdesk](/integrations/freshdesk). CRM Integration panel showing Provider Freshdesk, Status Open and a View in freshdesk link ## Related topics * [Leads](/crm-and-support/leads) * [Freshdesk](/integrations/freshdesk) # Dashboard: your agent's performance at a glance Source: https://docs.zynfo.ai/dashboard/overview What the ZynfoAI Dashboard shows: sessions, messages per session, satisfaction, busy hours, unanswered questions and trending topics, plus where the sidebar leads. # Dashboard The **Dashboard** is the first page you see after you sign in. Choose **7 days**, **30 days** or **90 days** at the top to change the period. ZynfoAI Dashboard with 7, 30 and 90 day options, Total Sessions, Avg Msgs / Sess, Satisfaction, Message Volume, Active Sessions, Unanswered Questions and Trending Topics ## Next step: add your website If your agent has no knowledge sources yet, the Dashboard shows a **Next step: add your website** card above the numbers. Enter your **Website address** (`yourstore.com` is enough) and click **Train AI agent**. Training usually takes a few minutes; click **Test your AI agent** to try it when it finishes. The card goes away once the agent has a source. If setup isn't finished (there's no AI agent yet), the Dashboard takes you back to setup instead. ## The numbers * **Total Sessions:** conversations started in the period. * **Avg Msgs / Sess:** the average number of messages per conversation. * **Satisfaction:** the share of chat ratings that are 4 or 5 stars. See [Ratings and satisfaction](/inbox/analytics). * **Feature Interests:** how often the agent was asked to do something your plan doesn't include. ## The charts * **Message Volume:** messages per day. * **Active Sessions:** conversations started per day. * **Peak Activity Hours:** conversations by day of the week and hour, so you can plan your team's hours. * **Unanswered Questions:** questions where the agent had no answer. Use these to add knowledge. * **Trending Topics:** words customers use most. * **Sentiment Analysis:** chat ratings split into positive, neutral and negative. Peak Activity Hours heatmap showing conversations by day of the week and hour ## The sidebar * **Dashboard:** this page. * **Inbox:** every conversation, and chats handed to your team. * **Data Sources:** the websites, files and Google Docs your agent answers from. **Add Source** opens the **Train AI agent** page. * **AI Agent:** the widget's text, look, instructions, handoff and embed code. * **Automate:** ready-made and custom workflows the agent can run. * **Integrations:** Shopify, WhatsApp Business, Freshsales, Freshdesk and Google Drive. * **Leads:** people who left their details in a chat. * **Customers:** one page per customer with their chats, tickets, lead and orders. * **Tickets:** follow-ups your team owes customers. * **Settings:** your team, your account, and **Billing & Usage**. Teammates with the Agent role see only the pages their role allows, and go straight to the Inbox. ## Related topics * [Quickstart](/introduction/quickstart) * [The Inbox](/inbox/session-management) # Add the chat widget to your website Source: https://docs.zynfo.ai/embed/html-embed Copy your agent's embed snippet from the AI Agent page and paste it before on any site, including WordPress, Webflow, Squarespace and plain HTML. # Add the chat widget to your website The widget works on any site where you can add a script to the page: WordPress (WooCommerce stores included), Webflow, Squarespace, Wix, or your own HTML. For a Shopify store, use the [Shopify app](/integrations/store-app) instead. ## Copy your snippet 1. Go to **AI Agent** in the sidebar. 2. Click **Embed Code** at the top of the page. 3. In **Embed Agent Widget**, click the copy icon (**Copy snippet**). Embed Agent Widget dialog showing the script snippet, a Copy snippet button and a security note The snippet looks like this, with your own agent ID: ```html theme={null} ``` Use the snippet you copied rather than typing this one: it already has your agent ID. ## Paste it on your site Paste the snippet into your site's footer or global code area, just before the closing `` tag, so it loads on every page. For example: * **WordPress:** a header and footer code plugin, or your theme's footer. * **Webflow:** **Site settings → Custom code → Footer code**. Publish your site and reload a page. The chat button appears in the corner you chose under **Widget Position**. ## After it's live * You don't need to change the snippet when you edit the widget's text or look. Changes apply after you click **Publish** on the AI Agent page. * To stop other sites from using your snippet, add your domains in the **Security** tab. See [Widget behaviour and settings](/agent-management/advanced-settings). ## Related topics * [Add the widget to a React app](/embed/react-embed) * [Chat widget text and appearance](/agent-management/content-and-appearance) # Add the chat widget to a React or Next.js app Source: https://docs.zynfo.ai/embed/react-embed Load the ZynfoAI chat widget in a React, Next.js or Vite single-page app by adding the embed script once from your root component. No npm package needed. # Add the chat widget to a React app There's no npm package for the widget. In a single-page app (React, Next.js, Vite), load the same embed script once, from the component that wraps every page. Get your agent ID from the snippet under **AI Agent → Embed Code** (the `data-chatbot-id` value), and use the `src` address from that snippet. Embed Agent Widget dialog showing the script snippet with src and data-chatbot-id ```jsx theme={null} import { useEffect } from 'react'; export default function App({ children }) { useEffect(() => { if (document.getElementById('__chatbotSdk__')) return; // load once const script = document.createElement('script'); script.id = '__chatbotSdk__'; script.src = 'https://app.zynfo.ai/widget/embed.js'; // the src from your snippet script.setAttribute('data-chatbot-id', 'YOUR_AGENT_ID'); script.async = true; document.body.appendChild(script); }, []); return <>{children}; } ``` Put this in your root layout or `App` component, not in a page component, so the widget loads once and stays open when the visitor moves between pages. In Next.js (App Router) you can instead add the snippet with the `Script` component from `next/script` in your root `layout`. The widget's text, colours and behaviour come from the **AI Agent** page, so you don't pass any settings in your code. ## Related topics * [Add the chat widget to your website](/embed/html-embed) * [Widget behaviour and settings](/agent-management/advanced-settings) # Ratings, satisfaction and dashboard analytics Source: https://docs.zynfo.ai/inbox/analytics How customers rate chats and answers, how ZynfoAI calculates Satisfaction, and where to find unanswered questions so you can fill gaps in your knowledge. # Ratings and satisfaction ## How customers rate * **Each answer:** a thumbs up or down under the AI's reply. * **The whole chat:** a 1–5 star rating ("How would you rate our chat today?"), with an optional comment. The widget asks after the chat has been quiet for 2 minutes, or when a teammate closes it. Chat widget answer with Sources and Helpful and Not helpful buttons ## Where you see ratings * **Dashboard → Satisfaction:** the share of chat ratings that are 4 or 5 stars. If there are no star ratings in the period, it uses thumbs up as a share of all thumbs instead. * **Dashboard → Sentiment Analysis:** star ratings split into Positive (4–5), Neutral (3) and Negative (1–2). * **Inbox → Customer 360 → Feedback & Ratings:** one conversation's thumbs, its **Satisfaction** (thumbs up as a share of all thumbs) and the customer's star rating and comment. Sentiment Analysis card with Positive, Neutral and Negative bars ## Find gaps in your knowledge * **Unanswered Questions** on the Dashboard lists questions where the AI couldn't find an answer. * Read low-rated conversations in the Inbox to see where the answer went wrong. Unanswered Questions list with questions and the number of times each was asked Add or update a page or file that answers the question, then retrain it. See [Chunks](/knowledge/chunking). ## Related topics * [Dashboard](/dashboard/overview) * [The Inbox](/inbox/session-management) # Export a conversation as JSON Source: https://docs.zynfo.ai/inbox/exporting-data Download a single ZynfoAI conversation as a JSON file from the Inbox, with its messages, sources, status and timestamps, for records or your own analysis. # Export a conversation You can download one conversation at a time as a JSON file. 1. Open the **Inbox**. 2. Click the conversation. 3. Click **Export** at the top of the page. The file is saved as `chat-session-{id}.json`. ## What's in the file * `sessionId`, `sessionToken` and `botId` * `status` * `startedAt`, `endedAt` and `duration` (in milliseconds, empty if the conversation hasn't ended) * `messageCount` * `messages`: each message with its `role` (customer, AI or teammate), `content`, `timestamp`, and the knowledge `sources` the AI used Exported chat-session JSON file showing sessionId, status, startedAt, messageCount and messages with role, content, timestamp and sources There's no bulk or CSV export of conversations, leads or tickets in the dashboard. If your store uses the Shopify app, it can export conversations and leads as CSV. See [ZynfoAI for Shopify](/integrations/store-app). ## Related topics * [The Inbox](/inbox/session-management) * [Ratings and satisfaction](/inbox/analytics) # Live chat: when a customer asks for a person Source: https://docs.zynfo.ai/inbox/human-handoff How ZynfoAI hands a chat to your team: turning live chat on, working hours, who gets new chats, taking a chat over, and what customers see when nobody is available. # Live chat The AI answers first. When a customer needs a person, the conversation goes to your team in the **Inbox** with the full chat history. ZynfoAI Inbox showing a conversation waiting for a person, with the handoff details and previous conversations in Customer 360 Everything about live chat is on the **AI Agent** page, **Live chat** tab. Click **Save changes** to apply what you change there. ## Live chat settings * **Live chat:** when it's on, a customer who asks for a person goes to your team in the Inbox. Turn it off and the AI keeps answering on its own. * **Working hours:** when it's on, a person is offered only during your hours. Outside them, the AI keeps helping. Set the **Time zone** and the **Weekly Schedule**. * **Reply when a person isn't available:** what the AI says when a customer asks for a person outside your working hours, or when nobody on your team is online. Leave it empty to use the text shown. ### Routing Routing applies to every AI agent in your workspace. Only owners and admins can change it; other teammates see the settings but can't edit them. * **Who gets new chats:** * **Everyone at once:** every online teammate sees the chat. The first to take it gets it. * **Take turns:** chats go to online teammates one after another. This is the default. * **Least busy teammate:** each chat goes to the online teammate with the fewest open chats. * **If the assigned teammate doesn't accept within:** 30 seconds, 1, 2, 5 or 10 minutes (60 seconds by default). The chat then moves to the next online teammate. If nobody else is online, it waits in **Waiting** for anyone to take it. This isn't used with **Everyone at once**. * **When nobody is online:** * **Create a ticket:** if ZynfoAI has the customer's email or phone, a ticket is opened and they get its number. Otherwise the customer is asked for one. * **Just log the request:** no ticket is created. The request stays in the chat history. Either way, the AI keeps helping in the chat. * **Follow-up note** (optional): added to the chat when the request is logged, with the ticket number if one is created. Leave it empty to use the text shown. ### Team availability Owners and admins see who is online right now. Only online teammates get new chats. Each person sets their status (**Online**, **Away**, **Busy** or **Offline**) in the Inbox. ## What starts a handoff * The customer asks for a person, for example "talk to a human" or "I need an agent". * The customer keeps insisting after the AI has answered. * The AI can't answer twice in a row. * An automation step hands the chat over. ## Who gets the chat ZynfoAI follows **Who gets new chats**. By default, it gives the chat to one online teammate at a time, taking turns. The chat shows in **Waiting** and in the teammate's **Mine** folder. They click **Take over**. If they don't within the time you set, it passes to the next online teammate, and the customer is told you're still connecting them. The AI stops replying while you have the chat. You see the whole conversation, plus the handoff reason and priority in **Customer 360**. Handoff timeline: handoff requested, assigned by round robin, not claimed in time, reassigned to another teammate, then claimed You don't have to wait for a handoff: you can **Take over** any chat the AI is handling. Owners and admins can also take over a chat from a teammate. ## Actions in a chat you're handling * **Convert to Ticket:** save the request as a ticket to follow up later. See [Tickets](/crm-and-support/tickets). * **Transfer:** pass the chat to another teammate, with an optional internal note. * **Hand back to AI:** the AI agent answers this customer again. * **Mark resolved:** end the conversation and move it to **Resolved**. Transfer Conversation dialog with Select Team Member, Internal Note (Optional) and Transfer button ## When a person isn't available Outside your working hours, or when nobody on your team is online, the customer sees your **Reply when a person isn't available**. What happens next follows **When nobody is online**: a ticket is created if you chose **Create a ticket** and ZynfoAI has the customer's email or phone, and the customer gets its number. Chat widget where a customer asks for a person and sees an offline message with a reference ticket number ## Related topics * [The Inbox](/inbox/session-management) * [Tickets](/crm-and-support/tickets) * [Widget behaviour and settings](/agent-management/advanced-settings) # The Inbox: read and answer conversations Source: https://docs.zynfo.ai/inbox/session-management Use the ZynfoAI Inbox to see every website and WhatsApp conversation, find chats waiting for a person, take over, reply, add private notes, and hand back to the AI. # The Inbox Click **Inbox** in the sidebar. It shows every conversation from your website widget and WhatsApp. ZynfoAI Inbox with folders and channels, a conversation list, an open WhatsApp chat with its actions, the reply box, and the Customer 360 panel ## Folders Each folder shows how many conversations it holds. * **Waiting:** the customer asked for a person and nobody has taken the chat yet. * **Mine:** chats you're handling, or that are waiting for you. * **AI handling:** the AI agent is answering. * **Resolved:** finished conversations, including ones that ended after 10 minutes without activity. * **All:** every conversation. Under **Channels**, pick **All Channels**, **Website Widget** or **WhatsApp**. Search finds a conversation by the customer's name, email or phone, or by words in its messages. ## The conversation list Each conversation shows the customer, the last message, and who is handling it. A dot means the customer is waiting for a reply. **Waiting 4m** shows how long it's been since they asked for a person. ## Take over and reply Open a conversation. The status at the top tells you who is answering: **Waiting for you**, **Waiting for **, **AI handling**, **You're handling**, ** is handling** or **Resolved**. * To answer yourself, click **Take over**. This works on chats waiting for a person and on chats the AI is handling. Owners and admins can also take over a chat a teammate is handling. * Choose **Reply to visitor** (sent to the customer in the widget or on WhatsApp) or **Internal note** (only your team sees it), then click **Send** or **Add note**. * Type `/` in the reply box for canned replies. * If a reply can't be sent, it stays in the chat marked **Not sent**. Click **Retry** to send it again, or **Discard**. Reply box with the internal note option selected and a list of canned replies such as /greet and /close ## Finish a conversation * **Hand back to AI:** the AI agent answers this customer again. The chat moves to **AI handling**. * **Mark resolved:** end the conversation. It moves to **Resolved**. * **Transfer:** pass the chat to a teammate, with an optional note. * **Convert to Ticket:** create a ticket from the chat. A **Ticket #** link then opens it. * **Summarize:** a short summary of the conversation shows in a card above the messages. Close it with **Dismiss summary**, or click **Try again** if it couldn't be made. See [Live chat](/inbox/human-handoff) for how chats reach your team. ## Customer 360 The panel on the right shows who you're talking to: name, email, phone and company (you can edit them), tags, the handoff reason, earlier conversations with the same customer, session details (channel, browser, IP address) and any ratings they gave. Under **Linked** you'll find the customer's lead and tickets. **View customer** opens their [customer page](/crm-and-support/customers). ## Your status and notifications Set your status (**Online**, **Away**, **Busy** or **Offline**) from the Inbox. Only online teammates get new chats. While the Inbox is open, you get an alert and a sound when a chat is waiting or assigned to you. Click **Enable Notifications** to also get browser notifications. Keep the Inbox open while you're on duty: there are no email alerts yet. Live inbox status options Online, Away, Busy and Offline, and a Live Support Alert saying a live chat was assigned to you ## Related topics * [Live chat](/inbox/human-handoff) * [Customers](/crm-and-support/customers) * [Export a conversation](/inbox/exporting-data) # Freshdesk: send chat tickets to your help desk Source: https://docs.zynfo.ai/integrations/freshdesk Connect Freshdesk with your domain and API key, then send ZynfoAI tickets to Freshdesk with Sync to CRM, with subject, description, priority and email. # Freshdesk Connect Freshdesk to send tickets from ZynfoAI to your Freshdesk help desk. Tickets page with a ticket created from chat and a CRM Integration panel showing Provider Freshdesk and a Sync to CRM button ## Connect You need your Freshdesk domain and API key. 1. In Freshdesk, look at the address bar. If it shows `yourcompany.freshdesk.com`, your domain is `yourcompany`. 2. Click your profile picture, open **Profile Settings** and copy your **API Key**. 3. In ZynfoAI, go to **Integrations**, find **Freshdesk** and click **Connect**. 4. Enter **API Key** and **Freshdesk Domain**. 5. Click **Test Connection**, then **Save & Connect**. ## Send a ticket Tickets aren't sent to Freshdesk automatically. For each ticket you want there: 1. Go to **Tickets**. 2. Open the ticket, or hover over it in the list, and click **Sync to CRM**. ZynfoAI creates an open Freshdesk ticket with the subject, description, priority and the customer's email and name. The ticket in ZynfoAI then links to it. Each ticket can be synced once. CRM Integration panel showing Provider Freshdesk, Status Open and a View in freshdesk link Freshdesk needs the customer's email address. Sync tickets that have one. ## Disconnect On the **Integrations** page, click the trash icon (**Disconnect**) on the Freshdesk card. ## Related topics * [Integrations overview](/integrations/overview) * [Tickets](/crm-and-support/tickets) # Freshsales: send captured leads to your CRM Source: https://docs.zynfo.ai/integrations/freshsales Connect Freshsales with your domain and API key so leads your ZynfoAI agent captures are created in Freshsales automatically, or synced by hand from Leads. # Freshsales Connect Freshsales and the leads your AI agent captures are created in Freshsales for you. ## Connect You need your Freshsales domain and API key. 1. In Freshsales, look at the address bar. If it shows `https://acme.myfreshworks.com`, your domain is `acme`. 2. Open **Profile Settings → API Settings** and copy your API key. 3. In ZynfoAI, go to **Integrations**, find **Freshsales** and click **Connect**. 4. Enter **Freshsales Domain** and **API Key**. 5. Click **Test Connection**, then **Save & Connect**. ## What's sent * **When:** each new lead is sent automatically, and again when its status, email or phone changes. * **As:** a Freshsales **lead** with first name, last name, email, mobile number and company. If your Freshsales account doesn't allow creating leads, ZynfoAI creates a **contact** instead. * **Updates:** a lead that's already in Freshsales is updated, not duplicated. To send a lead now, go to **Leads**, hover over it and click **Sync to CRM**. Its **CRM Integration** status shows whether the sync worked. See [Leads](/crm-and-support/leads). Lead Activity Timeline with Conversation, CRM Synced and Status Changed entries Notes, lead score and the chat transcript aren't sent. ## Disconnect On the **Integrations** page, click the trash icon (**Disconnect**) on the Freshsales card. ## Related topics * [Integrations overview](/integrations/overview) * [Leads](/crm-and-support/leads) # HubSpot (coming soon) Source: https://docs.zynfo.ai/integrations/hubspot HubSpot shows as Coming Soon in ZynfoAI and can't be connected yet. Send leads to Freshsales or work from the Leads page in the meantime. # HubSpot HubSpot appears on the **Integrations** page with a **Coming Soon** label. You can't connect it yet, and leads aren't sent to HubSpot. ## What to use today * **Freshsales:** leads the AI agent captures are sent to Freshsales automatically. See [Freshsales](/integrations/freshsales). * **The Leads page:** every captured lead is kept in ZynfoAI with its details, score and status. See [Leads](/crm-and-support/leads). We'll update this page when HubSpot can be connected. To ask about it, email [support@zynfo.ai](mailto:support@zynfo.ai). ## Related topics * [Integrations overview](/integrations/overview) * [Freshsales](/integrations/freshsales) # Integrations overview Source: https://docs.zynfo.ai/integrations/overview The tools ZynfoAI connects to today: Shopify, WhatsApp Business, Freshsales, Freshdesk and Google Drive, plus which integrations are coming soon or not supported. # Integrations overview Go to **Integrations** in the sidebar. Click **Connect** on a card to set it up; connected cards show **Connected** and a **Manage** button. Use **Live Only** to hide integrations that aren't available yet. ## Available now | Integration | What it does | | - | - | | [Shopify](/integrations/store-app) | The agent recommends products, looks up orders, cancels unfulfilled orders, checks refund status, starts returns, adds to cart, offers discount codes and takes back-in-stock requests. Installed from the Shopify App Store. | | [WhatsApp Business](/integrations/whatsapp) | Customers chat with your agent on WhatsApp, and your team takes over in the Inbox. | | [Freshsales](/integrations/freshsales) | Captured leads are created in Freshsales automatically. | | [Freshdesk](/integrations/freshdesk) | Send a ticket to Freshdesk with **Sync to CRM**. | | Google Drive | Import chosen Google Docs and Sheets as knowledge. See [Train your AI agent](/knowledge/ingestion-methods). | Your website chat widget doesn't need an integration: see [Add the chat widget to your website](/embed/html-embed). ## Coming soon [HubSpot](/integrations/hubspot), [Zoho CRM](/integrations/zoho-crm) and [Zoho Desk](/integrations/zoho-desk) show as **Coming Soon** and can't be connected yet. ## Not supported ZynfoAI doesn't connect to WooCommerce or Slack. You can still add the chat widget to a WooCommerce site. See [WooCommerce](/integrations/woocommerce). ## Need something else? Email [support@zynfo.ai](mailto:support@zynfo.ai) and tell us which tool you use. ## Related topics * [ZynfoAI for Shopify](/integrations/store-app) * [WhatsApp Business](/integrations/whatsapp) # ZynfoAI for Shopify Source: https://docs.zynfo.ai/integrations/store-app Install the ZynfoAI AI Support Agent from the Shopify App Store, switch on the storefront chat, and manage conversations inside your Shopify admin. # ZynfoAI for Shopify ZynfoAI adds an AI support and shopping agent to your Shopify store. It answers from your products and online store pages, helps customers with their orders, and hands conversations to your team when needed. Everything is managed inside your Shopify admin. Shopify storefront with the ZynfoAI chat showing product cards with Added, Add to cart and Sold out, and an Apply code button ## Install 1. Open **ZynfoAI – AI Support Agent** on the Shopify App Store and click **Install**. 2. Approve the permissions. You land on the ZynfoAI welcome screen inside your admin. 3. Check the store and agent name, then click **Create my agent**. You don't need a separate account. ### Already use ZynfoAI? If you already have a ZynfoAI workspace (for example, for your website), link the store to it instead of creating a new agent: 1. On the welcome screen, under **Already use ZynfoAI?**, click **Link my ZynfoAI account**. 2. Click **Open ZynfoAI**, sign in, and click **Connect store**. 3. Back in Shopify, click **I've connected it**, check the workspace name and click **Confirm link**. The store then uses that workspace's agent, knowledge and plan. Under **AI agent → Answer from** you choose whether the storefront chat uses only this store's products and pages (recommended) or all the knowledge in your workspace. ### What's synced ZynfoAI syncs your products and online store pages straight away. You can see them under **Knowledge base**. > **Tip:** ZynfoAI reads your online store **pages**. The policies under **Settings → Policies** aren't > read yet, so publish your shipping and returns information as a page (**Online Store → Pages**) if > you want the agent to answer those questions. ## Turn on the chat on your storefront 1. In ZynfoAI, go to **Home → Setup guide → Open theme editor**. 2. The **App embeds** panel opens with **ZynfoAI chat** switched on. Click **Save**. 3. Visit your store. The chat bubble appears in the bottom-right corner. To turn the chat off, go to **Online Store → Themes → Customize → App embeds** and switch off **ZynfoAI chat**. ## Customise your agent Under **AI agent** you can set: * The agent's name, brand colour, corner radius and light or dark look. * Instructions: the tone and rules the agent follows. * A proactive message on all pages, product pages or the cart. * A discount offer: one of your Shopify discount codes the agent can offer and apply. The preview updates as you type. ## What shoppers can do | Feature | Plan | | - | - | | Questions about products, and about shipping and returns from your store pages | Free and Pro | | Replies in the shopper's language, and finds products when they ask in a different language from your store's | Free and Pro | | Ask for a human (handoff to your inbox) | Free and Pro | | Product suggestions with add to cart | Pro | | Order status and tracking | Pro (signed-in customers, or order number plus checkout email) | | Cancel an unfulfilled order, request a return | Pro (signed-in customers, own orders only) | | Check the status of a refund (read only) | Pro (signed-in customers, own orders only) | | Ask to be told when an item is back in stock | Pro | | Discount code offer | Pro | Storefront returns page next to the ZynfoAI chat, where the agent requests a return for an order and shows an order card marked Refunded Chat with the Track Your Order form asking for the order number and the email used at checkout Chat where a shopper asks to cancel an order, the agent asks for confirmation, and an Order Cancelled card appears ## Inbox, leads and tickets * **Inbox**: every conversation, live. Take over from the AI, transfer to a teammate, resolve, and export as CSV. * **Leads**: contact details shoppers share in chat, with status and notes. Export as CSV. * **Tickets**: questions that need follow-up, with priority and status. ## Automations Automations are ready-made workflows the AI agent uses in chat (Order Tracker, Product Finder, Ticket Resolver, Live Handoff and more). Open **Automations**, pick a template and click **Use template**; deactivate or delete it at any time. Your plan sets how many you can have. ### Emails outside the chat **Cart Recovery** (a reminder about an abandoned cart, an hour later) and **Reviews & CSAT** (a feedback request 24 hours after an order ships) email shoppers after they leave the chat. They are **off until you turn them on** in **Automations → Emails outside the chat**: * Emails go only to shoppers who accepted marketing at checkout, and every email has an unsubscribe link. * **Settings** sets the daily limit for the store, the limit per shopper (default one a day), quiet hours (default 21:00–08:00 in your store's time zone) and the reply-to address. * To send these emails we keep the checkout or order (value, items, the buyer's email and phone, marketing consent) while an automation uses it, for 30 days (checkouts) or 90 days (orders). Turning emails off deletes the stored email and phone. ## Plans and billing Billing is handled by Shopify and appears on your Shopify invoice. See the plans in **Settings → Plan & billing**, start the 7-day Pro trial, or cancel at any time. After cancelling, your store returns to the Free plan. ## Permissions we ask for and why | Permission | Why | | - | - | | Read products, inventory | Answer product and stock questions and suggest products | | Read online store pages | Answer from your pages, such as FAQ, About, Shipping and Returns | | Read and write orders | Show a customer their order status; cancel an order when the customer asks | | Write returns | Create a return request when a customer asks | ## Your data Order details are read when a signed-in customer asks and aren't kept. For orders placed after a chat, we keep only the order number, total and currency, to show your sales from chat. Your store's data and your customers' data are never used to train AI models. You can export conversations and leads at any time; to have them deleted, email [privacy@zynfo.ai](mailto:privacy@zynfo.ai). When you uninstall, we remove access straight away and delete your store's data 48 hours later. See our [privacy policy](https://zynfo.ai/privacy-policy). ## FAQ **The chat doesn't show on my store.** Check that **ZynfoAI chat** is switched on under App embeds and that you clicked Save. If your store is password-protected, log in with the storefront password first. **The agent gave a wrong answer.** Update the product or page in Shopify. ZynfoAI re-syncs it automatically. Add rules under **AI agent → Instructions**. **I reached my AI reply limit.** On Free, the agent stops replying until the monthly reset. Upgrade to Pro in **Settings** for more replies. **Need help?** Email [support@zynfo.ai](mailto:support@zynfo.ai). # WhatsApp Business: connect your number Source: https://docs.zynfo.ai/integrations/whatsapp Connect a WhatsApp Business number to ZynfoAI so the AI agent answers customers on WhatsApp, saves them as leads and hands chats to your team in the Inbox. # WhatsApp Business Connect a WhatsApp Business number and the AI agent answers customers there, from the same knowledge and tools as your website widget. ## Connect 1. Go to **Integrations** and find **WhatsApp Business**. Click **Connect**. 2. Under **Easy Setup**, click **Connect with WhatsApp**. 3. Sign in to Facebook and follow Meta's steps to choose or create your WhatsApp Business account and phone number. 4. Back in ZynfoAI, the form is filled in for you. Click **Save & Connect**. You need a Meta Business account and a phone number that can be registered with the WhatsApp Business Platform. A number already in use in the WhatsApp or WhatsApp Business phone app has to be moved to the platform first; Meta explains how during sign-up. The modal also has **Enter details manually** (Meta Access Token, Phone Number ID, WhatsApp Business Account ID, Webhook Verify Token). Use **Connect with WhatsApp** unless our team has asked you to enter details by hand: email [support@zynfo.ai](mailto:support@zynfo.ai) if Easy Setup doesn't work for you. ## What customers get * Answers from your knowledge sources, in their language. * Product suggestions, order help, forms and quick-reply buttons, shown as WhatsApp buttons and lists. * Text messages and button replies are understood. If a customer sends a photo, file, voice note or video, the agent is told an attachment arrived but can't read its contents. WhatsApp conversation where the agent answers a question about opening hours in Hindi Each new WhatsApp contact is saved as a lead. See [Leads](/crm-and-support/leads). ## Handoff to your team When a customer asks for a person, the conversation goes to your **Inbox** (filter by **WhatsApp**). While a teammate has the chat, the AI stops replying and your replies are sent as WhatsApp messages. See [Live chat](/inbox/human-handoff). WhatsApp only lets a business send a free-form message within 24 hours of the customer's last message. Reply to handed-off chats within that window, or your reply won't be delivered. ## Manage the connection Once connected, click **Manage** on the WhatsApp Business card to open **WhatsApp Management**, with tabs for **Campaigns**, **Contacts**, **Templates** and **Business Profile**. To disconnect, click the trash icon on the card. To remove ZynfoAI's access completely, also remove the app in your Meta Business Settings. ## Related topics * [Integrations overview](/integrations/overview) * [Live chat](/inbox/human-handoff) # Zoho CRM (coming soon) Source: https://docs.zynfo.ai/integrations/zoho-crm Zoho CRM shows as Coming Soon in ZynfoAI and can't be connected yet. Send leads to Freshsales or work from the Leads page in the meantime. # Zoho CRM Zoho CRM appears on the **Integrations** page with a **Coming Soon** label. You can't connect it yet, and leads aren't sent to Zoho CRM. ## What to use today * **Freshsales:** leads the AI agent captures are sent to Freshsales automatically. See [Freshsales](/integrations/freshsales). * **The Leads page:** every captured lead is kept in ZynfoAI with its details, score and status. See [Leads](/crm-and-support/leads). We'll update this page when Zoho CRM can be connected. To ask about it, email [support@zynfo.ai](mailto:support@zynfo.ai). ## Related topics * [Integrations overview](/integrations/overview) * [Freshsales](/integrations/freshsales) # Zoho Desk (coming soon) Source: https://docs.zynfo.ai/integrations/zoho-desk Zoho Desk shows as Coming Soon in ZynfoAI and can't be connected yet. Use Freshdesk or the Tickets page to follow up on chat tickets today. # Zoho Desk Zoho Desk appears on the **Integrations** page with a **Coming Soon** label. You can't connect it yet, and tickets aren't sent to Zoho Desk. ## What to use today * **The Tickets page:** tickets from chats are kept in ZynfoAI with their status and priority. See [Tickets](/crm-and-support/tickets). * **Freshdesk:** connect Freshdesk and send a ticket to it with **Sync to CRM**. See [Freshdesk](/integrations/freshdesk). We'll update this page when Zoho Desk can be connected. To ask about it, email [support@zynfo.ai](mailto:support@zynfo.ai). ## Related topics * [Integrations overview](/integrations/overview) * [Freshdesk](/integrations/freshdesk) # Quickstart: set up your AI agent Source: https://docs.zynfo.ai/introduction/quickstart Set up your ZynfoAI agent: name your workspace and agent, train it on your website, set the widget's look and handoff, test it in the Playground, and add it to your website. # Quickstart Using Shopify? Install the ZynfoAI app from the Shopify App Store instead. See [ZynfoAI for Shopify](/integrations/store-app). Sign in at [app.zynfo.ai](https://app.zynfo.ai). Setup takes four steps, shown as **Step 1 of 4** to **Step 4 of 4**: two questions about you, **Name your workspace**, **Name your AI agent**, and **Train your AI agent**. The preview beside the form shows the chat as customers will see it. If you reload the page or leave and come back, setup continues where you stopped. Enter your **Website address** (`yourstore.com` is enough) and click **Train AI agent**. If ZynfoAI finds your logo and brand colour on the site, tick **Use your logo and colour in the chat** to apply them to the widget. You can change both later on the AI Agent page. You can also **Skip for now**. The **Dashboard** then asks for your website address until the agent has a source. To add more pages, files or Google Docs later, go to **Data Sources** and click **Add Source**. See [Train your AI agent](/knowledge/ingestion-methods). Go to **AI Agent**. Set the **Agent Name** and **Welcome Messages** on the **General** tab, your colour on the **Appearance** tab, and your team's hours on the **Live chat** tab. The preview on the right updates as you go. Click **Publish**. Chat Widget UI Configuration page with General, Behavior, Appearance, Human Handoff and Security tabs, colour and size fields, and a live widget preview Click **Playground** at the top of the AI Agent page and ask the questions your customers ask. If an answer is wrong or missing, add or update a source. Agent Playground answering a question about exchanging sale items, with the Sources used and the Data Sources list beside it Click **Embed Code**, copy the snippet and paste it before the closing `` tag on your site. See [Add the chat widget to your website](/embed/html-embed). Go to **Settings → Team** and click **Invite Member**, so teammates can answer handed-off chats in the **Inbox**. The Free Plan lasts 7 days. After that, the dashboard asks you to upgrade before you can keep using it. See [Upgrade and manage your plan](/billing/purchase-plan). ## Related topics * [What is ZynfoAI?](/introduction/what-is-zynfoai) * [Use cases](/introduction/use-cases) # What businesses use ZynfoAI for Source: https://docs.zynfo.ai/introduction/use-cases How online stores, service businesses and SaaS teams use ZynfoAI: answering support questions, capturing leads, helping Shopify shoppers and chatting on WhatsApp. # What businesses use ZynfoAI for ## Answer support questions Add your help pages, FAQs, policies and manuals. The agent answers questions like "How do I reset my password?" or "What's your returns policy?" from them, and can link to the page it used. When it can't help, or the customer asks for a person, a teammate takes over in the Inbox with the whole conversation. Outside your hours, the request becomes a ticket you can send to Freshdesk. Chat widget answering a delivery question with a Sources list and Helpful and Not helpful buttons **Set it up:** [Train your AI agent](/knowledge/ingestion-methods), [Live chat](/inbox/human-handoff), [Tickets](/crm-and-support/tickets). ## Turn website visits into leads The agent answers a visitor's questions about your service and asks for their details when they're interested. Each lead is saved with a score, so your team calls the most promising ones first, and can be sent to Freshsales automatically. Chat widget conversation about a kitchen refit with a Share your details form for name, email and phone **Set it up:** [Leads](/crm-and-support/leads), [Freshsales](/integrations/freshsales). ## Help Shopify shoppers With the Shopify app, the agent recommends products and adds them to the cart, answers "Where's my order?" for signed-in customers, cancels orders that haven't shipped (after the customer confirms), starts returns and offers a discount code you choose. **Set it up:** [ZynfoAI for Shopify](/integrations/store-app). ## Answer customers on WhatsApp Connect your WhatsApp Business number and the same agent answers there, in the customer's language, with buttons and lists for products and choices. Your team takes over WhatsApp chats in the same Inbox. WhatsApp conversation where the customer asks about Sunday opening hours in Hindi and the agent replies in Hindi **Set it up:** [WhatsApp Business](/integrations/whatsapp). ## Answer your team's questions Add your handbooks, policies and internal docs as Google Docs or files, and your team can ask the agent instead of searching for the right document. Keep the widget on a page only your team uses, and limit it to your domains in the **Security** tab. **Set it up:** [Widget behaviour and settings](/agent-management/advanced-settings). ## Related topics * [What is ZynfoAI?](/introduction/what-is-zynfoai) * [Quickstart](/introduction/quickstart) # What is ZynfoAI? Source: https://docs.zynfo.ai/introduction/what-is-zynfoai ZynfoAI gives your business an AI agent that answers customers on your website and WhatsApp from your own content, captures leads and hands chats to your team. # What is ZynfoAI? ZynfoAI gives your business an AI agent that answers customers on your website and on WhatsApp. It answers from your own content, and hands the conversation to your team when a person is needed. ZynfoAI chat widget answering a returns question, with Source links under the answer and a star rating prompt ## What it does * **Answers from your content.** Add your website pages, PDF, Word and Excel files, and Google Docs and Sheets. The agent answers from those, and can link to the page it used. * **Works on your website and WhatsApp.** Add the chat widget to any site with one line of code, or connect a WhatsApp Business number. * **Hands off to your team.** When a customer asks for a person, a teammate takes over the chat in the Inbox and sees the whole conversation. Outside your hours, the request becomes a ticket. * **Captures leads and tickets.** Contact details from chats are saved as scored leads, and can go to Freshsales. Follow-ups are saved as tickets your team can assign, answer by email, or send to Freshdesk. Each customer has one page with all of it. * **Helps Shopify shoppers.** With the Shopify app, the agent recommends products, looks up a customer's orders, cancels unfulfilled orders and starts returns. ## Plans New workspaces start on the Free Plan for 7 days. The **All-In-One Pro Plan** is \$99 a month, with a 7-day free trial, and includes 5,000 AI replies a month, 500 knowledge sources and 11 team seats. See [Plan limits and monthly usage](/billing/credits). ## Next step Follow the [Quickstart](/introduction/quickstart) to set up your agent. # Chunks: how your sources are split for answers Source: https://docs.zynfo.ai/knowledge/chunking ZynfoAI splits each source into chunks and answers from the ones closest to the question. See how to read a source's chunks to check a wrong answer. # Chunks When you add a source, ZynfoAI splits its text into smaller pieces called **chunks**, about 1,000 characters each. When a customer asks a question, the agent looks for the chunks closest in meaning to the question, usually up to five from a few different sources, and writes its answer from them. That's why a clear, specific page gives better answers than one long page that covers many topics. ## View a source's chunks 1. Go to **Data Sources**. 2. Click **View content** on the source's row. The **Knowledge Chunks** page lists each chunk with its first words, its size and when it was created. Click the eye icon (**View Details**) to read the whole chunk. Knowledge Chunks for a PDF showing two chunks of warranty text Chunks are read-only. To change what the agent knows, edit the page or file, then retrain it or add it again. ## Check a wrong answer If the agent gets something wrong: 1. Find the source that should hold the answer and open its chunks. 2. If the information isn't there, the page may not have been read fully. Retrain it, or add a page or file that states it plainly. 3. If old information is there, update the page and retrain it, or remove the outdated source. ## Related topics * [Manage your knowledge sources](/knowledge/managing-sources) * [Train your AI agent](/knowledge/ingestion-methods) * [Retrain and remove sources](/knowledge/resync-and-delete) # Train your AI agent: website, files, Google Drive Source: https://docs.zynfo.ai/knowledge/ingestion-methods Train your ZynfoAI agent on pages from your website, PDF, Word and Excel files, or chosen Google Docs and Sheets, and follow each one until it's Ready. # Train your AI agent Go to **Data Sources** and click **Add Source**. The **Train AI agent** page lists what you can add under **Choose what to add**: **Website**, **Files** and **Google Drive**. Most agents only need your website. ## Website ZynfoAI finds the pages on your site, and you choose which ones your agent learns from. Type your address in **Website address**. `yourstore.com` is enough. Click **Find pages**. To skip choosing, click **Or train on the whole site**. Under **Choose pages**, tick the pages you want. **Suggested** picks the pages most likely to help; **All** and **None** select everything or nothing. You can search the list, and the count shows how many pages your plan includes. Click **Train AI agent on N pages**. Training continues in the background, so you can leave the page. Your site then shows under **Your websites**, where you can **Pause**, **Resume**, **Stop** or **Remove** it. List of website pages with checkboxes, some selected, and a button to start training If you select more pages than your plan includes, choose **Keep the top N** or upgrade. A site can include up to 5 pages on the Free plan and up to 500 on the All-In-One Pro Plan. **Advanced** lets you change the **Link depth**, **Pages per second** and **Page timeout (seconds)**, and whether to follow the site's `robots.txt` rules. The defaults suit most sites. ## Files Upload PDF, Word or Excel files of up to 5 MB each. Drag them onto the page, or click **browse**, then click **Train AI agent** (or **Train AI agent on N files** for several). For an Excel file, choose the sheets to use first. Click **View training progress** to follow it. ## Google Drive Use the Google Docs and Sheets you choose: 1. Under **Connect Google Drive**, click **Connect Google** and sign in. ZynfoAI can only open the files you pick; nothing else in your Drive is shared. 2. Click **Pick files** and choose files in the Google file picker. 3. Under **Your files**, untick anything you don't want and click **Train AI agent**. This is a one-time import. When you change a Doc or Sheet, add it again to update what the agent knows. Notion and database connections are coming soon. There's no option to type questions and answers in by hand: put them in a document or a page on your website and add that. ## Follow training **Recent activity** on the **Train AI agent** page shows your latest sources and their status: * **Ready:** the agent can answer from it. * **Training:** the agent is still learning from it. * **Queued:** it will start shortly. * **Paused:** you paused it. Resume it from **Your websites**. * **Failed:** something went wrong; the reason shows underneath. Click **View all** for the full list. Most sources are ready within a few minutes. ## Related topics * [Manage your knowledge sources](/knowledge/managing-sources) * [Chunks](/knowledge/chunking) * [Retrain and remove sources](/knowledge/resync-and-delete) # Manage your knowledge sources Source: https://docs.zynfo.ai/knowledge/managing-sources Find, filter and check the websites, files and Google Docs your AI agent answers from on the Data sources page, and see whether each one is ready. # Manage your knowledge sources Your AI agent answers from the sources you add: website pages, files and Google Docs or Sheets. You see them all on the **Data sources** page (sidebar: **Data Sources**). Data sources page with type tabs, search and filters, and a list of sources with their status and actions ## Find a source * **Type tabs:** **All**, plus one tab with a count for each type you've added, such as **Website**, **Files** or **Google Drive**. * **Search by name or address:** matches a source's name or web address. * **Status:** show **Any status**, or only **Ready**, **Training**, **Queued** or **Failed** sources. ## What each row shows * The type (**Website**, **File**, **Google Drive**, **Google Docs** or **Google Sheets**) and the source's name. * Its web address, or for a file its size. * When it was last updated. * Its status: * **Ready:** the agent can answer from it. * **Training:** the agent is still learning from it. * **Queued:** it will start shortly. * **Failed:** something went wrong. The reason shows under the status. Try **Retrain**, or remove the source and add it again. ## Actions on a source * **View content:** read the text the agent uses from this source. See [Chunks](/knowledge/chunking). * **Retrain:** read the page or Google file again. Uploaded files can't be retrained. See [Retrain and remove](/knowledge/resync-and-delete). * **Remove:** remove the source after you confirm. The agent stops answering from it. You see **Retrain** and **Remove** only if your role can change knowledge sources. To add a source, click **Train AI agent**. See [Train your AI agent](/knowledge/ingestion-methods). ## Limits The All-In-One Pro Plan includes up to 500 sources. On the Free plan, a website crawl is limited to 5 pages. See [Plan and usage limits](/billing/credits). ## Related topics * [Train your AI agent](/knowledge/ingestion-methods) * [Chunks](/knowledge/chunking) * [Retrain and remove sources](/knowledge/resync-and-delete) # Retrain or remove a knowledge source Source: https://docs.zynfo.ai/knowledge/resync-and-delete Update a website page your AI agent answers from with Retrain, re-add changed Google Docs and files, or remove a source so the agent stops using it. # Retrain or remove a source ZynfoAI doesn't re-read your sources on a schedule. When a page changes, retrain it so the agent answers from the new version. ## Retrain a website page 1. Go to **Data Sources**. 2. Click **Retrain** on the source's row. ZynfoAI reads the page again, replaces what the agent knew from it and updates the date. You'll see **Retrained** when it's done. Each retrain counts toward your plan's monthly data updates (50 a month on the All-In-One Pro Plan). A website source before and after a retrain, with the old delivery cut-off replaced by the new one ## Update a file or Google Doc * **Files:** uploaded files can't be retrained. Remove the old file and upload the new version. * **Google Docs and Sheets:** **Retrain** shows, but it may fail for Google sources. If it does, remove the source and add the file again from **Google Drive**. ## Remove a source 1. Go to **Data Sources**. 2. Click **Remove** on the source's row. 3. Confirm. The source and everything the agent learned from it are removed. The agent stops using that information in new answers straight away. ## Related topics * [Manage your knowledge sources](/knowledge/managing-sources) * [Train your AI agent](/knowledge/ingestion-methods) * [Chunks](/knowledge/chunking)